Senior CX Contact Center Transformation Leader

When you join Verizon

You want more out of a career. A place to share your ideas freely - even if they're daring or different. Where the true you can learn, grow, and thrive. At Verizon, we power and empower how people live, work and play by connecting them to what brings them joy. We do what we love - driving innovation, creativity, and impact in the world. Our V Team is a community of people who anticipate, lead, and believe that listening is where learning begins. In crisis and in celebration, we come together - lifting our communities and building trust in how we show up, everywhere & always. Want in? Join the #VTeamLife.

Principal CX Contact Center Transformation Leader - Advisory & Consulting Services

What you'll be doing...

Join Verizon's Global Consulting Services organization and empower Enterprise, Medium Business, and Government clients in their contact center digital transformation journeys. As a Senior Digital Transformation Leader, you will drive impactful change by leveraging Verizon's advanced capabilities. Your primary mission is to understand complex business challenges and translate them into visionary contact center automation and digital enablement strategies, leading to their successful implementation and significant revenue growth for both Verizon and its clients. This role involves cultivating trusted advisor relationships with C-level executives, gaining insights into their strategic priorities, identifying high-impact digital transformation opportunities, and making technology recommendations as they seek to modernize their contact center environment and enhance digital engagement.

Key Responsibilities :

Lead strategic digital transformation engagements with premier Verizon customers, aligning contact center technology solutions with critical business outcomes and driving substantial revenue growth.

Integrate customer business imperatives with Verizon's solution portfolio (advanced networking, unified communications, customer experience contact center platforms, security, data analytics) to create holistic digital modernization and transformation roadmaps.

Provide expert guidance on technology infrastructure evolution to support strategic corporate contact center modernization and digital transformation objectives.

Articulate complex business challenges and opportunities in the context of contact center digital transformation, translating them into clear, actionable technical solutions and business requirements.

Define and champion transformative digital channel strategies, initiatives, and innovative solutions that reshape client business models and enhance competitive advantage.

Spearhead the development of compelling business cases, ROI analyses, and high-level program implementation plans for strategic digital transformation and contact center modernization initiatives.

Engage with executive stakeholders across client business units to understand their strategic goals, digital aspirations, and value desired business outcomes.

Architect comprehensive digital transformation enablement blueprints encompassing conceptual designs, seamless transition plans, and enabling technologies that directly address critical business unit requirements.

Craft and persuasively communicate the strategic value proposition of end-to-end contact center modernization and digital transformation enablement solutions to C-suite executives.

Collaborate effectively with the customer and Verizon cross-functional leadership throughout the entire lifecycle of contact center modernization and digital transformation enablement engagements.

Partner with diverse Consulting Services teams to architect and deliver integrated, cutting-edge contact center and digital transformation solutions.

Contribute strategically to the bid management process for complex digital transformation modernization opportunities.

Serve as a key member of the Senior Leadership Team within client-facing governance programs, providing strategic direction on digital transformation priorities.

Drive strategic architectural planning for contact center modernization and digital transformation enablement, prioritizing initiatives and evaluating emerging technologies.

Position Professional Services as a strategic partner and key enabler of critical digital transformation endeavors.

Proactively assess and communicate potential risks associated with digital transformation investments and architectural decisions.

Develop robust business case justifications and cost / benefit analyses for strategic digital transformation investments.

Contribute to the Sales Team's development of Strategic Account Plans, identifying and shaping high-impact digital modernization and transformation opportunities.

Clearly and effectively communicate complex digital transformation concepts and technical solutions to both technical and non-technical executive audiences.

Participate in and lead strategic business presentations (e.g., Executive Briefing Centers).

Collaborate in the development of key performance indicators (KPIs) and metrics to measure the success and business impact of Verizon's digital transformation proposed solutions.

What we're looking for...

You'll need to have :

Bachelor's degree or four or more years of work experience.

Six or more years of relevant experience required, demonstrated through one or a combination of work and / or military experience, or specialized training.

Progressive experience in strategic IT and / or Telecom consulting for enterprise clients (Public or Private) with CxO-level exposure and impact, specifically in digital transformation contact center modernization, automation, and digital enablement.

Client-facing role (Digital Transformation Leader, Chief Architect, Enterprise Architect, or Senior Solutions Consultant) with a proven record of delivering large-scale contact center modernization and digital transformation initiatives.

Extensive experience consulting on and leading complex, multi-departmental digital transformation programs

Deep expertise in enterprise architecture principles and frameworks applied to contact center digital transformation modernization (conceptualization, definition, development, and implementation).

Comprehensive knowledge across a broad range of digital technologies with deep expertise in at least two of the following :

Contact Center modernization and automation of interactions through machine learning and artificial intelligence

Digital Customer Experience (CX) Platforms and Strategies

Cloud Computing and Hybrid IT Architectures

Data Analytics, AI, and Machine Learning

Modern Workplace and Collaboration Technologies

Agile and DevOps Methodologies

Enterprise Resource Planning (ERP) and Digital Supply Chain

Experience developing high-quality customer-facing materials (strategic roadmaps, proposals, executive presentations).

Exceptional analytical and problem-solving skills to develop innovative digital contact center and digital enablement solutions.

Willingness to travel up to 25%

Even better if you have one or more of the following :

Master's degree or MBA with a focus on technology management, digital transformation, or a related field.

Experience in a senior sales or service delivery role focused on Fortune 500 companies.

Strong understanding of industry-specific digital transformation trends and challenges in the healthcare vertical.

Relevant industry certifications (enterprise architecture, cloud, CCaaS, digital transformation, or industry-specific) are highly desired.

Leading and delivering complex digital modernization and transformation projects within Fortune 100 companies.

Experience leading and delivering successful outcomes in highly matrixed organizations and cross-disciplinary project teams.

Prior experience with a consulting firm focused on digital transformation, contact center modernization, and digital enablement strategy and execution.

Exceptional oral and written communication and presentation skills for executive audiences.

Demonstrated ability to manage multiple strategic engagements and collaborate effectively across diverse

If Verizon and this role sound like a fit for you, we encourage you to apply even if you don't meet every "even better" qualification listed above

Where you'll be working

In this hybrid role, you'll have a defined work location that includes working from home and a minimum of three days per week in the office, which will be set by your manager. Employees are responsible for maintaining compliance with hybrid work policies.

Scheduled Weekly Hours

40

Equal Employment Opportunity

Verizon is an equal opportunity employer. We evaluate qualified applicants without regard to veteran status, disability or other legally protected characteristics.

Benefits and Compensation

Our benefits are designed to help you move forward in your career, and in areas of your life outside of Verizon. From health and wellness benefit options including : medical, dental, vision, short and long term disability, basic life insurance, supplemental life insurance, AD&D insurance, identity theft protection, pet insurance and group home & auto insurance. We also offer a matched 401(k) savings plan, stock incentive programs, up to 8 company paid holidays per year and up to 6 personal days per year, paid parental leave, adoption assistance and tuition assistance, plus other incentives, we've got you covered with our award-winning total rewards package. Depending on the role, employees have the opportunity to receive compensation in the form of premium pay such as overtime, shift differential, holiday pay, allowances, etc. Newly hired employees receive up to 15 days of vacation per year, which grows with additional service. For part-timers, your coverage will vary as you may be eligible for some of these benefits depending on your individual circumstances.

The salary will vary depending on your location and confirmed job-related skills and experience. This is an incentive based position with the potential to earn more. For part-time roles, your compensation will be adjusted to reflect your hours.

The annual salary range for the location(s) listed on this job requisition based on a full-time schedule is : $142,500.00 - $248,000.00.

Verizon will consider qualified applicants with criminal histories in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance.